Mauricio Cruz
Tijuana,BCN
Summary
Highly accomplished and resourceful HR and Operations leader with a proven history of streamlining complex business challenges to significantly boost productivity and drive continuous operational improvement. Recognized for exceptional ability to optimize organizational performance through strategic talent placement and the successful overhaul of routine processes. A driven and dedicated leader with expertise in administrative management, team leadership, and effective project prioritization, committed to achieving maximum efficiency and excellence. opoperoperational.excellence.
Overview
12
12
years of professional experience
Work History
Operations Supervisor
Endless Marketing Solutions
Tijuana, Mexico
05.2024 - Current
- I began my career as an Agent for five months before transitioning to a Site Trainer role. My progression continued as I was promoted to Training Department Manager for both the Tijuana and Ensenada locations. Subsequently, I became an Operations Supervisor for the Tijuana branch, overseeing a team of over 45 people.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Oversaw daily operations ensuring compliance with safety standards and protocols.
- Managed workflow processes to enhance efficiency and reduce operational delays.
- Trained and mentored team members on best practices and performance expectations.
- Implemented process improvements resulting in streamlined operations and reduced waste.
- Led cross-functional teams in troubleshooting operational issues to minimize downtime.
- Coordinated inventory management, optimizing stock levels to meet demand fluctuations.
Director of Customer Service and Sales Operations
Grupo Aries
Rosarito, Baja California, Mexico
12.2023 - 04.2024
- Customer Service & Real Estate Sales Director with a proven track record of elevating client relations and driving high-value transactions across diverse portfolios. Successfully managed 60+ employees while overseeing the sales strategy for 5+ simultaneous projects, including luxury apartments, custom homes, and premium/luxury estate lots.
- Key Strengths & Values:
- Strategic Leadership: Expertise in scaling sales operations, optimizing customer journeys, and achieving aggressive revenue targets through data-driven planning and team empowerment.
- Client-Centric Excellence: Dedicated to delivering a world-class customer experience, focusing on transparency, trust, and ethical practices to ensure exceptional client retention and referrals.
- High-Value Negotiation: Proven ability to manage and close complex sales cycles for high-ticket real estate, demonstrating strong financial acumen and meticulous attention to detail.
- Team Development: Skilled in recruiting, training, and mentoring large, high-performing sales teams, fostering a culture of accountability, continuous improvement, and professional growth.
- Portfolio Versatility: Direct experience with multiple product types, including residential homes, luxury condominiums, premium estate lots, and high-end rural properties, demonstrating adaptability in dynamic market conditions.
- Developed and implemented strategic sales plans to achieve revenue targets and market expansion.
- Led cross-functional teams to drive product launches, enhancing collaboration and customer engagement.
- Mentored and trained sales team members, fostering professional growth and improving performance metrics.
- Built strong relationships with key clients, enhancing customer loyalty and retention through personalized service.
- Oversaw budget management, ensuring alignment of resources with strategic sales initiatives for maximum impact.
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
Operations Supervisor
TaskUs
Tijuana, Baja California, Mexico
10.2019 - 10.2023
- Directed day-to-day operations by spearheading the implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Strategic and hands-on professional with expertise in supporting full-cycle human resources operations and driving operational efficiency. Proven ability to partner with the HR department in managing complex contract terms, administering work standards and benefits, and ensuring legal compliance in disciplinary actions. Successfully led high-volume recruitment efforts for frontline agents, while strategically managing staff reductions based on KPI performance and sound legal practices. A trusted resource for translating HR policy into clear, actionable terms for all employees.- Measured and reviewed performance via KPIs and metrics.
- Anticipated and tracked operational and tactical risks to provide strategic solutions.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Created Standard Operating Procedures (SOPs) to document workplace procedures and optimize productivity through standardization.
- At the campaign Square Enix, as their main support staff, the team was the first to win back-to-back (2021-2022) awards for Best Customer Support from The Game Awards a worldwide recognition for our effort and excellence.
Department of Mexican Citizen Services
Mexican Consulate
Phoenix, Arizona
03.2018 - 02.2019
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed and secured all diplomatic correspondence.
- Established and reinforced collaborative protocols with U.S. law enforcement (Local police, ICE, CBP, City Mayor) to improve the treatment of Mexican citizens during legal and immigration procedures.
- Ensured all inter-agency actions adhered strictly to human rights standards and international agreements.
- Coordinated high-level partnership events across the service area.
- Provided free legal consultation the citizens who signed to be part of this program; In sessions between 15-30 minutes per case and only for 10-15 people per day.
ADMINISTRATIVE ASSISTANT AND HUMAN RESOURCES
The Municipal Institute of Youth (Government Agency)
Tijuana, MX
08.2017 - 02.2018
- Organized both physical and digital files and updated reports to coordinate project materials.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Coordinated schedules and meetings for senior leadership to optimize workflow and communication.
- Managed correspondence and documentation, ensuring timely responses and information accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
CUSTOMER SUPPORT TEAM LEAD
Pueblo Bonito Resorts Los Cabos
Cabo San Lucas, MX
06.2015 - 12.2016
- Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
- Increased customer satisfaction ratings by 100% by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Strengthened customer retention by offering discounts and other resources available for this specific cases.
- Led customer support team, ensuring efficient resolution of inquiries and complaints.
- Implemented feedback mechanisms to gather insights for continuous service improvement.
- Developed training programs to enhance staff performance and service quality.
- Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
- Fostered a culture of continuous learning by sharing best practices across the team regularly.
- Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 85% .
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
CUSTOMER SALES AND SERVICE EXPERT
First Kontact
Tijuana
01.2014 - 12.2014
- Provided comprehensive after-sales support, ensuring a positive experience that led to referrals and new client acquisitions.
- Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Met customer call guidelines for service levels, handle time and productivity.
Education
J.D. - Human Rights
Universidad Autonoma De Baja California
Tijuana, Baja California07.2019
Skills
- Decision Making
- Problem-Solving
- Customer Service
- Planning and Implementation
- Team Leadership
- Goal Setting
- Performance Reporting
- Staff Training
- Workflow Optimization
- Staff Scheduling
- Microsoft Office
- Multitasking and Organization
- Coaching and Mentoring
- Schedule Coordination
- Recruitment and Hiring
- Relationship Building
- Motivational Leadership
- Quality Assurance
Accomplishments
- Recognized as Employee of the Year in 2022 by The TaskUs World Class League for outstanding performance and team contributions.
- Was part of the Square Enix team, which was the first to win back-to-back (2021 and 2022) awards for The Best Customer Support from The Game Awards.
LANGUAGES
Spanish: First Language
English: C1 Advanced
Timeline
Operations Supervisor
Endless Marketing Solutions
05.2024 - Current
Director of Customer Service and Sales Operations
Grupo Aries
12.2023 - 04.2024
Operations Supervisor
TaskUs
10.2019 - 10.2023
Department of Mexican Citizen Services
Mexican Consulate
03.2018 - 02.2019
ADMINISTRATIVE ASSISTANT AND HUMAN RESOURCES
The Municipal Institute of Youth (Government Agency)
08.2017 - 02.2018
CUSTOMER SUPPORT TEAM LEAD
Pueblo Bonito Resorts Los Cabos
06.2015 - 12.2016
CUSTOMER SALES AND SERVICE EXPERT
First Kontact
01.2014 - 12.2014
J.D. - Human Rights
Universidad Autonoma De Baja California